Air New Zealand Customer Service Agent Mock Interview

Master 20 Air New Zealand Customer Service Agent interview questions covering passenger care, Kiwi hospitality, and operational challenges.

WRITTEN BY RYAN BRUNNER

QUESTION 2 OF 20

If you were on the phone with a customer who was demanding that you match the ticket pricing of a competitor airline, how would you handle that situation?

Ryan Brunner

Ryan Brunner has over ten years of experience recruiting, interviewing, and hiring candidates in the healthcare, public service, and private manufacturing/distribution industries.

How to Answer

To get a glimpse into how you think on your feet while also providing top notch service, your interviewer is posing this tricky scenario to you. As you discuss how you would talk to them in a friendly yet professional tone, make sure you talk about the need to refer to the Air New Zealand policies regarding this situation. While it isn't important to know the exact policies of Air New Zealand, it is important that you point out to your interviewer that you would be aware of the policy if you were hired as their next Customer Service Agent, and that you would clearly communicate that policy to the customer. If you have been in a similar type of customer service situation in the past, don't hesitate to talk about how you handled that situation, as well.

Ryan Brunner

Ryan Brunner has over ten years of experience recruiting, interviewing, and hiring candidates in the healthcare, public service, and private manufacturing/distribution industries.

Example Answer

"If confronted with this situation on the job, I would be very cordial to the customer and explain the airline's policy on competitor price matching. If the policy allowed, I would let the customer know that I would be happy to oblige their request. If policy didn't allow this, I would explain this to the customer and let them know why we have the policy in place. This would also be a great time to point out the benefits of flying with our airline so the customer knows that they are getting the best bang for their buck."

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20 Air New Zealand Limited Interview Questions & Answers

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01 Have you every had a job where you provided service over the phone? What key skills from that experience would you bring with you to Air New Zealand? AIRLINE CUSTOMER SERVICE AGENT 02 If you were on the phone with a customer who was demanding that you match the ticket pricing of a competitor airline, how would you handle that situation? AIRLINE CUSTOMER SERVICE AGENT 03 If hired as our next Customer Service Agent, you would be expected to train diligently on our software programs during your orientation process so you can hit the ground running. How would you rate your ability to do this? AIRLINE CUSTOMER SERVICE AGENT 04 Have you had any cash handling experience during your career at any point, and why would this be beneficial at Air New Zealand? AIRLINE CUSTOMER SERVICE AGENT 05 What communication style would you bring to the Air New Zealand team? AIRLINE CUSTOMER SERVICE AGENT 06 As our next Customer Service Agent, you will be expected to know the entire Air New Zealand business. Have you ever held a role where knowing your business from back to front was necessary for your role? AIRLINE CUSTOMER SERVICE AGENT 07 At times in this role with Air New Zealand, you may be required to transport passengers via a shuttle van. Do you have a valid driver's license and a clean driving record? AIRLINE CUSTOMER SERVICE AGENT 08 Our Customer Service Agents often have to handle unique requests from our customers with a smile on their face. Talk about a time you had to handle a unique request that fell outside of your typical job duties. Why did you oblige the request? AIRLINE CUSTOMER SERVICE AGENT 09 As a Customer Service Agent at Air New Zealand, you will help with ensuring that aircraft are prepared for flight inside the cabin. Do you have any cleaning and/or stocking experience during your career? AIRLINE CUSTOMER SERVICE AGENT 10 Part of this role will entail escorting passengers to and from flights in a timely manner. What interpersonal skills do you have that will make you excel in this aspect of the job? AIRLINE CUSTOMER SERVICE AGENT 11 Our staff are expected to withhold the highest standards of professionalism while on the job. What does being professional mean to you on the job? AIRLINE CUSTOMER SERVICE AGENT 12 Talk about a time that you identified an area for improvement on the job in the past. How did you go about ensuring that changes were made, and why did you take this course of action? AIRLINE CUSTOMER SERVICE AGENT 13 Talk about a job where you had to multitask your duties each day. What did you do to stay organized and on task throughout the day? AIRLINE CUSTOMER SERVICE AGENT 14 Safety and security are extremely important to us at Air New Zealand. How can you help foster a culture of safety for our staff and customers? AIRLINE CUSTOMER SERVICE AGENT 15 This position would require a background and employment verification check. Would you have any issues being subjected to this? AIRLINE CUSTOMER SERVICE AGENT 16 What appeals to you most about being our next Customer Service Agent at Air New Zealand? AIRLINE CUSTOMER SERVICE AGENT 17 Talk about a time you had to deal with an unreasonable person in the workplace. How did you handle that situation with ease? AIRLINE CUSTOMER SERVICE AGENT 18 If a customer approached you with a question or request that you weren't sure how to respond to, what would be the next steps you would take? AIRLINE CUSTOMER SERVICE AGENT 19 At Air New Zealand, teamwork is the key to providing the best overall experience to our customers. How do you work as part of a larger team? AIRLINE CUSTOMER SERVICE AGENT 20 What do you consider your greatest accomplishment during your career? AIRLINE CUSTOMER SERVICE AGENT

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Ryan Brunner

Written by Ryan Brunner

20 QUESTIONS & ANSWERS · AIR NEW ZEALAND LIMITED